Remarkable

Optimizely Configured Commerce

Optimizely Commerce is a cloud-hosted digital commerce service that enables organisations to manage transactional digital services and integrate commerce capabilities with content and digital experience platforms. The service is delivered as a fully managed SaaS offering.

Features

• Supports B2B and B2C digital commerce journeys
• Product and catalogue management capabilities
• Configurable pricing, promotions, and commerce rules
• Order and transaction management functionality
• Integration with content management and DXP platforms
• API-based integration with external business systems
• Personalised commerce experiences based on user context
• Role-based access and permissions management
• Supports multi-channel digital commerce delivery
• Fully managed cloud-based commerce platform

Benefits

• Enables integrated commerce within digital experience platforms
• Supports flexible B2B and B2C commerce models
• Improves consistency between content and transactional experiences
• Enables personalised and user-focused commerce journeys
• Supports scalable digital commerce without infrastructure management
• Integrates commerce with existing digital and business systems
• Reduces operational overhead through managed cloud delivery
• Supports secure and compliant digital transactions
• Enables configurable commerce without extensive custom development
• Supports continuous optimisation of digital commerce experiences

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at paul@remarkable.global. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

605296697062859

Contact

Paul Stephen
07785 523033
paul@remarkable.global

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: This service is delivered as a fully managed Software-as-a-Service solution. Customers do not deploy or manage the underlying hosting infrastructure. Functionality is provided through configuration, theming, and supported APIs rather than bespoke custom development. Integration with third-party systems is dependent on the availability and capabilities of those systems. Use of the service requires internet connectivity and a supported web browser.
• System requirements:
  • A modern, supported web browser
  • Internet connectivity
  • Ability to receive and send HTTPS traffic
  • Email access for user notifications and administration

User support

• Email or online ticketing support: Yes
• Support response times: Support queries receive an initial response within 1 business day. Higher-priority incidents are responded to more quickly in line with agreed support priorities.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support is provided through defined support levels. Standard support is included and available via email or online ticketing, covering service usage queries, configuration assistance, and incident reporting. Support requests are prioritised based on impact and urgency, with an initial response within one business day during standard business hours. Enhanced or extended support options can be agreed where required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding is supported through initial account provisioning and configuration, guidance on core functionality, and access to documentation and support resources. Users can raise questions through email or online ticketing during onboarding. Additional onboarding support, including configuration, integration guidance, and training, can be provided where required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When the contract ends, users can extract their data using the service’s standard export tools and APIs. Data can be exported in commonly used formats to support transition to another service. Access to the service is maintained for an agreed period to allow data extraction, after which the account is closed in line with the offboarding process.
• End-of-contract process: At the end of the contract, users are supported through an offboarding period to enable data extraction using standard export tools and APIs. After this period, access to the service is removed and the account is closed. Data retention and deletion are managed in line with the service’s offboarding process and applicable data protection requirements.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is delivered through a responsive web interface that adapts to mobile and desktop devices. Core functionality is available on both. On smaller screens, some administrative and configuration tasks may be less convenient due to screen size, and full administrative activities are typically best performed on a desktop or laptop device.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: The service provides a web-based user interface through which users can access, manage, and configure the service.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: The service interface has been tested against WCAG 2.2 Level AA criteria, including checks using common assistive technologies such as screen readers and keyboard-only navigation. Accessibility testing has been informed by recognised accessibility tools and best practices to ensure the interface is usable for users of assistive technology.
• API: Yes
• What users can and can't do using the API: The service provides a REST-based API to support integration with authorised third-party systems and services.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Yes. Buyers can customise the service through configuration options, theming, and supported APIs. This includes branding, catalogue structure, workflows, and integration with third-party systems. Customisation is provided within the standard capabilities of the service rather than bespoke changes to the underlying platform.

Scaling

• Independence of resources: The service operates on a multi-tenant SaaS architecture with logical separation between customers. Capacity management, scaling, and performance controls are managed centrally to maintain consistent service levels, ensuring that demand from one customer does not adversely affect other users.

Analytics

• Service usage metrics: Yes
• Metrics types: Yes. The service provides usage and operational metrics through the service interface and reporting features, allowing users to view activity such as orders, transactions, and service usage. Additional metrics can be accessed through reporting tools and APIs where required.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Optimizely

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users can export their data through standard export tools within the service and via documented APIs. Data is provided in commonly used formats, enabling reuse and transition to another service where required.
• Data export formats:
  • CSV
  • ODF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The service is designed to be highly available and is operated on resilient cloud infrastructure. The service targets availability of 99.9% or higher, excluding planned maintenance, which is communicated in advance where possible.
• Approach to resilience: The service is designed for resilience using a cloud-native, multi-tenant architecture. It is operated on scalable cloud infrastructure with redundancy and automated recovery mechanisms. Capacity management, monitoring, and incident response processes are used to maintain service availability and recover from failures, ensuring continued service operation in the event of component or service disruptions.
• Outage reporting: Service outages and significant incidents are reported to users through service notifications and updates. Users can receive updates via the service interface and support channels, with ongoing communication provided until service is restored.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted to authorised users only. Access is controlled through authenticated user accounts with role-based permissions, ensuring users can only access functions appropriate to their role. Administrative access is limited to designated personnel and protected using additional security controls such as multi-factor authentication. Support channel access is restricted to authorised customer contacts, with requests logged and tracked through controlled ticketing systems. Access rights are reviewed and updated as roles change or access is no longer required.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: The organisation follows documented information security policies and processes aligned with recognised industry standards. These cover risk management, access control, secure software development, vulnerability and patch management, incident response, data protection, and business continuity. Policies and processes are reviewed and updated regularly to reflect changes in risk, technology, and regulatory requirements.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Configuration changes are managed through controlled configuration settings within the service and are typically performed by authorised users. Changes to the service are managed through defined change management processes, including planning, testing, and approval prior to release. Updates and changes are deployed in a controlled manner to minimise disruption, with monitoring in place to identify and address any issues. Customers are informed of significant changes where appropriate.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vulnerability management is carried out as part of the service’s security assurance programme and aligned to recognised security standards. Vulnerabilities are identified through a combination of monitoring, automated scanning, and independent security testing. Findings are assessed and prioritised based on risk, remediated in a timely manner, and verified through follow-up checks. The process is reviewed regularly and integrated with change and incident management.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring is carried out as part of the service’s security assurance programme and aligned to recognised security standards. The service environment is continuously monitored for security events and anomalous activity. Alerts are assessed by authorised personnel and investigated in line with defined incident response procedures. Monitoring outputs are used to support timely detection, response, and remediation, and are reviewed regularly to improve effectiveness.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Incident management is carried out as part of the service’s operational and security management processes and aligned with recognised standards. Incidents are identified through protective monitoring, user reports, and support channels. Once identified, incidents are logged, assessed, and prioritised based on impact and urgency. Appropriate response and remediation actions are taken, with progress tracked until resolution. Users are kept informed of significant incidents and service disruptions through support channels and service notifications. Incident records are reviewed to support continual improvement.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A time-limited trial or demonstration environment may be provided to allow buyers to evaluate the service prior to purchase.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Tuesday 6 February 2024
• What the ISO/IEC 27001 doesn’t cover: The supplier’s ISO/IEC 27001 certification covers the information security management system (ISMS) operated by the supplier, including people, processes, and systems under the supplier’s direct control.; ; The certification does not extend to the underlying cloud infrastructure or SaaS platforms operated by third-party providers (such as Optimizely or Sitecore), which are outside the supplier’s operational control. Those platforms are covered by their own independently audited security certifications and controls.; ; ISO/IEC 27001 certification does not guarantee the absolute prevention of all security incidents, nor does it cover customer-managed configurations, end-user devices, or security controls implemented solely by the customer. Responsibilities are shared in accordance with the service delivery model and contractual arrangements.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 8e128f4d-1cde-4b93-9caf-a916149b04c3
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at paul@remarkable.global. Tell them what format you need. It will help if you say what assistive technology you use.